Manager, Payment Operations and Compliance

Realtor.com®, a leading online destination for real estate services, has acquired Avail, a software platform offering a complete set of tools, guidance, and educational content for residential landlords and their tenants. Avail empowers independent landlords to manage their properties confidently and professionally. This role aligns with the Avail team, part of the Revenue organization at Realtor.com® network, and reports to Avail’s Head of Product. 

At Avail by Realtor.com®, we're seeking a skilled Payment Operations and Compliance Manager to join our team. In this critical role within our growing business, you'll oversee the seamless transfer of rent payments between tenants and landlords – the lifeblood of our product. You'll lead a team dedicated to optimizing payment processing, implementing fraud prevention measures, and ensuring regulatory compliance. Your expertise in payment systems, fraud detection, and team leadership will be essential as you collaborate across departments. If you're passionate about fintech, thrive in environments where you can move quickly and make a big impact, and have a strong background in payments, compliance, and fraud prevention, join us in our mission to make property management easy for DIY landlords.

What you’ll do:

• Manage and lead the payment specialists team, overseeing daily operations including transaction processing, reconciliation, and issue resolution to ensure accurate and timely handling of financial transactions.
• Own all payment, compliance, and fraud prevention processes, including the documentation of workflows, data flow diagrams, and tooling
• Develop and implement robust identity verification and fraud prevention strategies, balancing security measures with a seamless user experience for legitimate customers.
• Ensure compliance with KYC/AML guidelines, industry standards, and relevant regulations in payment processing and fraud prevention.
• Continuously evaluate and enhance fraud detection systems, defining policies for managing fraudulent behavior and owning fraud-related customer communications.
• Continually optimize existing operations to improve customer experience and increase transaction success rates, and own the long-term operations strategy in partnership with product
• Build and mentor a high-performing team of payment and listing specialists, ensuring thorough understanding of individual roles and fostering continuous growth.
• Collaborate with cross-functional teams (Product, Engineering, Customer Service, Finance) to integrate fraud prevention measures, streamline processes, and improve user experiences.
• Be a key partner, stakeholder, and source of requirements for changes and enhancements to the front-end Avail user experience for fraud, KYC, and listings review processes
• Serve as the subject matter expert for all payment-related discussions and initiatives across the organization.
• Work closely with legal and compliance teams to ensure adherence to relevant laws and regulations, assisting with internal audits and regulatory checks.
• Define, report on, and improve key performance indicators for payment operations and fraud prevention, regularly analyzing data to identify areas for optimization.

How we work:

We balance creativity and innovation on a foundation of in-person collaboration. For most roles, our employees work three or more days in our offices, where they have the opportunity to collaborate in-person, adding richness to our culture and knitting us closer together.

What you’ll bring:

• 5+ years of experience in payment operations and compliance, encompassing settlement, disbursement, processing, and fraud prevention. 
• Demonstrated leadership skills with at least 3 years of people management experience.
• In-depth knowledge of KYC/AML regulations and proficiency with identity verification and fraud detection technologies.
• Proven ability to collaborate effectively across departments including product, customer service, finance and legal. 
• Strong independent work ethic, coupled with excellent judgment, problem-solving skills, and the ability to prioritize multiple tasks efficiently.
• Exceptional communication skills, both written and verbal, with the ability to articulate complex processes to various stakeholders clearly.
• Robust analytical capabilities, including the skill to interpret intricate transaction data and propose actionable solutions.
• Experience in the tech sector strongly preferred.
• Bachelor's degree in a relevant field preferred.
• Accredited ACH Professional (APP) Certification preferred.

How we Reward you:

Realtor.com is committed to investing in the health and wellbeing of our employees and their families. Our benefits programs include, but are not limited to:

• Inclusive and Competitive medical, Rx, dental, and vision coverage
• Family forming benefits
• 13 Paid Holidays
• Flexible Time Off
• 8 hours of paid Volunteer Time off
• Immediate eligibility into Company 401(k) plan with 3.5% company match
• Tuition Reimbursement program for degreed and non-degreed programs
• 1:1 personalized Financial Planning Sessions
• Student Debt Retirement Savings Match program
• Free snacks and refreshments in each office location